CIB - User Guide English

Index
1. Banking services that will only be available through digital channels

2. How to register on our digital channels
3. Frequently asked questions
4. Guides on how to execute transactions across each digital channel
2
1. Banking services available only through digital channels:
• Credit card activation
• Credit card closure
• Credit card data amendment
• Credit card replacement
• Credit card settlements
• Credit card stoppage
• Credit shield enrollment / Cancellation
• Change in supplementary credit card limit
• Supplementary credit card issuance
• Debit card activation
• Debit card replacement
• Debit Card Stoppage
• Direct debit management (modification)
• Change primary account number
• Prepaid card replacement
• Prepaid card stoppage
• Customer request to resend returned card
• Booking Certificates of Deposit (CDs) and Time Deposits (TDs)
Banking services available only through digital channels from November

15, 2020:
• Internal transfers between customer’s personal accounts
• Internal transfers between different CIB customer accounts
• External transfers
• Cheque/Cards Delivery Between Branches
• Cheque book request
• Cash pick-up (notification to branch about customer’s visit date and withdrawal amount)
• Modifying contact information, mailing address, mobile phone number and e-mail
• Request to reprint (reprint the account statement)
Banking services available through digital channels and ATMs from

December 5, 2021:
• Recurring Payments / Future-dated Transactions
• Subscribing to E-statements
• Managing direct debit (amend percentages and add account)
• Managing Smart Wallet (card amendments)
• Cash withdrawals below EGP 20K
• Cash deposits below EGP 20K
3
2. How to register on our digital channels:
How to register to Phone Banking (IVR):
• Call 19666
• Enter your active CIB debit or credit card number and PIN
• Set your Phone Banking PIN
How to register to Online Banking (Mobile and Internet Banking):

a- Mobile Banking:
• Download the CIB Mobile Banking application from the App Store or Google Play Store for free
• Log in with your Internet Banking credentials or register as a new user by following the below steps:
• Open the Mobile Banking app and click on “Register New User”
• Enter your 16-digit active debit or credit card number and its 4-digit digit PIN and set your username
and password
• Review and agree to the terms and conditions to complete your registration
b- Internet Banking:
• Simply go to the Internet Banking Registration page at ebanking.cibeg.com and then choose “Register
New User”
• Enter your 16-digit active debit or credit card number and its 4-digit PIN and set your username and
password
• Review and agree to the terms and conditions to complete your registration
3. Frequently Asked Questions:

Q1. What are the benefits of using CIB’s digital channels over in-branch services?
• Submit requests from the comfort of your home instead of waiting in queues at a branch
• Enjoy the convenience of 24/7 access wherever you are
• Maintain security in accordance with international benchmarks
• Lower fees for some services on digital channels than you would with over the counter transactions
in branches
• Easily track the status of your requests submitted on Mobile & Internet banking through “Requests
History” on Internet Banking
4
Q2. How long does it take for my request or service to be completed via digital channels?
Time for Service to be completed

Electronic Channels
Phone Call Center
Service (Internet Service Banking- ATMs
banking 19666
Mobile Application)
Credit card Activation N/A Immediate N/A Immediate
Credit card Closure N/A N/A N/A 2 working days
1 working day for Wealth

Credit card data amendment N/A N/A N/A 2 working days for Plus
and Prime
The replacement is issued within 5
Credit card replacement N/A N/A 2 working days
working days
Credit card settlement Immediate Immediate Immediate N/A
Card is stopped immediately, and

Credit card stoppage the replacement is issued within 5 Immediate N/A N/A
working days
Credit shield enrollment/ Immediate
N/A N/A N/A
cancellation
Change supplementary Immediate
3 working days N/A N/A
credit card limit
Issue supplementary 10 working days
N/A N/A N/A
credit card
Debit card activation N/A Immediate N/A Immediate
Debit card replacement N/A N/A N/A 2 working days
Debit card stoppage N/A N/A N/A Immediate
Direct debit management

2 working days N/A N/A 2 working days
modification
Change primary account
N/A N/A N/A Immediate
number
Prepaid card replacement N/A N/A N/A 2 working days
Prepaid card stoppage N/A N/A N/A Immediate
Internal transfers between

Immediate Immediate N/A N/A
customer’s personal accounts
Internal transfers between different
Immediate N/A N/A N/A
CIB customer’s accounts
EGP transfers working day
External transfers (subject to 1 within cut off time); FCY N/A N/A N/A
transfers within 2- 3 working days
Cheque/Cards delivery between
N/A N/A N/A 3 working days
branches
Checkbook request 3 working N/A

3 working days N/A
days
Change communication details,
mailing address, mobile, email 1 working day N/A N/A N/A
(Account holders only)
Reprint request (Reprint statement) Self - service N/A N/A N/A
Cash pick up N/A N/A N/A 1-2 working days
5 working days if
Customer request to resend request is submitted
N/A N/A N/A
returned card before 2 pm.
5
Time for Service to be completed
Electronic Channels
Phone Call Center
Service (Internet Service Banking- ATMs
banking 19666
Mobile Application)
Recurring payment/Future-dated LCY Immediate
Transaction FCY 3-2 working days N/A N/A N/A
Subscribe to E-statement 3 working days N/A N/A N/A
Manage direct debit

2 working days N/A N/A N/A
(amend percentage – add account)
Manage Smart Wallet
3 working days N/A N/A N/A
(card amends)
Cash withdrawals below EGP 20K N/A N/A Immediate N/A
Cash deposits below EGP 20K N/A N/A Immediate N/A
Booking Certificates of Deposit

Same Business Day N/A N/A N/A
(CDs) and Time Deposits (TDs)
Note: for services with turnaround time one working day or more, incase submitting the request
after 2:00 pm, a working day will be added.
Q3. What are the fees for requests executed through the digital channels?
Please check digital tariff details on the CIB website’s Fees and Charges page
https://www.cibeg.com/English/Personal/More/Pages/FeesAndCharges.aspx
Q4. Can I continue using these services at the branch?

All aforementioned services can be completed through our digital channels only
Q5. How do I follow up if I do not receive a response?

• Submit an inquiry via Internet or Mobile Banking
• Send an email to cib.customercareunit@cibeg.com
• Contact the Call Center. Call us 24/7 at 19666 or +202-19666 for international customers
Q6. What should I do if I want to perform these transactions at a branch instead of online?
You may request assistance from CIB staff to help acquaint you with our digital services, so you are
comfortable using them when they become strictly digital
Q7. Why did CIB choose to make these services digital?
At CIB, we have always put our customers at the heart of our products, services and operations. Our
customers’ convenience and time is our top priority, which is why we’re transitioning to secure digital
services that allow our customers to bank with CIB all day, any day
6
Q8. How to submit inquiries and complaints digitally?
a- Online Banking (Internet and Mobile Banking):
• Log into your Internet or Mobile Banking account
• Go to the “More” tab
• Choose “Inquiries – Suggestions – Complaints”
• Fill in the required information and press “Confirm”
b- Customer care Email:
Send an email to the CIB Customer Care Unit at cib.customercareunit@cibeg.com
c- Call Center:
Call us 24/7 at 19666 or +202-19666 for international customers
d- CIB Website:
Fill out the complaint form available on our website under the “Complaint form” link at the top of our
home page, www.cibeg.com
e- Zaki the Bot:
You can use Zaki for inquiries and questions about the Bank’s products and services.
Find Zaki on our website or on Facebook Messenger (CIB Egypt)
Q9. How to set up a recurring or forward-dated transaction through Internet Banking?

1. Log into your Internet Banking account
2. Select the account to use as a source account in setting up the recurring transaction.
3. Click “See all actions” and go to the “Scheduled Transactions” tab
4. Choose transaction type (own accounts or third-party) and click “Add New”
5. Enter the transaction details and confirm
6. You can view, edit or delete your existing recurring and forward-dated transactions from the same place
7. To set up a future-dated transaction while performing a transfer, you can choose the date the
transaction will occur on and set it as a forward-dated transaction, or you can set it as a recurring
transaction by clicking the “options” button and choosing the desired frequency
Q10. How to set up a recurring or a forward-dated transaction through Mobile Banking?

1. Log into your Mobile Banking account
2. Select the account to use as a source account in setting up the recurring transaction
3. Click the round orange icon and choose “Scheduled Transaction” then “New Standing Order”
4. Choose the type of transaction (Own accounts, own CC or third-party payment) then fill in the
required payment details and click “Next”
5. You can also view, edit or delete your existing recurring and forward-dated transactions from the
same place
6. You can set a transaction to be a forward-dated transaction from the “options” button while performing
a transfer by simply choosing the desired transaction date
7
Q11. How to enroll in e-statement notifications via Internet and Mobile Banking?
1. Log into your Internet or Mobile Banking account
2. Click the “more then Statements & Documents” tab
3. Choose “Subscribe to E-Statement”
4. Read the terms and conditions
5. Agree to the terms and conditions
6. Click “Confirm” once the confirmation message appears
Q12. How to manage my credit card’s direct debit via Internet and Mobile Banking?
1.Log into your Internet or Mobile Banking account
2. Click the “more then Cards Management” tab
3. Choose “Manage Direct Debit”
4. Choose card number
5. Choose account number
6. Choose the direct debit percentage needed
Note: Direct debit percentage is either 5% or 100%.
Q13. How to amend the card linked to my CIB Smart Wallet via Internet and Mobile Banking?
1. Log into your Internet or Mobile Banking account
2. Click the “more then other requests” tab
3. Select “Manage Smart Wallet”
4. Choose “Amend an existing Wallet” from application type
5. Enter Smart Wallet mobile number
6. Select the desired amendment (Add a card/remove a card/replace a card)
7. Choose the amendment type
8. Enter your National ID
9. Choose CIB card type
10. Enter CIB card number, expiration date, and name on card
Note: You can only link up to two of your CIB cards to your CIB Smart Wallet.
Q14. How to deposit cash into my account using the ATM?

Choose the deposit option on the ATM that supports deposit or Forex. To find the nearest ATM, click
here https://www.cibeg.com/en/branch-and-atm-finder
8
4. Guides on how to execute transactions across each digital channel:
Credit Card Activation
You can perform this transaction through the following channels:
a- Phone Banking (IVR)
• Call 19666 from your registered mobile number, select card activation option and enter your card
number, expiry date & national ID and follow the steps
Or
• Login using your active debit or credit card, phone banking login ID and PIN number, or call directly
from your registered mobile number at CIB and enter your phone banking PIN number
• press 1 for Accounts and Cards menu
• Press 2 for cards, then press 3 for cards management and press 1 for card activation option
b- Call Center
• Call us from your registered number 24/7 at 19666 or +202-19666 for international customers and
our team will assist you
c- SMS
• Please follow the steps provided on the bank card
Credit Card Closure

Call Center
• Call us 24/7 at 19666 or +202-19666 for international customers and our team will assist you
Credit Card Data Amendment

You can perform this transaction through the following channel:
Call Center
Credit Card Replacement

a. Call Center
• call us 24/7 at 19666 or +202 – 19666 for international customers and our team will assist you
b. Internet and Mobile Banking
• Go to “Requests”
• For Mobile Banking: Select “Cards Management” then “Replace Debit or Credit Card”
• For Internet Banking: Select “Replace Debit or Credit Card”
• Choose card type
• Choose card account number
• Enter the reason for replacement
• Press “Submit”
• Press “Confirm” once the confirmation message appears
Note: Credit cards will not be replaced if the card is over the limit or the minimum due payment
has not been settled for the past 30 days.
9
Credit Card Settlement
a. Phone Banking (IVR)
• Call 19666
• press 1 for Accounts and Cards menu
• Press 2 for cards, then press 2 for cards settlement
• Own credit card settlement is EGP 5,000,000 Own internal account transfers equivalent each day
per customer number. transactions (transfer, settlement)
• Donations: EGP 60,000
b. Internet and Mobile Banking
• Go to the “Transfers” tab on the Mobile Banking app or “Money Transfers” tab on the Internet
Banking site
• Choose “Pay your Credit Card”
• Choose the source account and the credit card to settle. Enter the desired amount, then click
“Transfer”
c. Settling another CIB credit card
Go to “Transfers” tab, then “Payments to Others”
• Select “Add new” to add the beneficiary (If not added) and then select the type of beneficiary
“Another CIB Credit Card” and fill in the required details along with a 6-digit OTP then click “Save
and Pay”
• Revise the transfer details and enter the OTP then press “Confirm”
• For more information about OTPs watch this video https://youtu.be/VLgS1gritGQ
• For more information about adding a beneficiary, watch this video https://youtu.be/4207jlQNRwE
• To know your daily credit card settlement limits and daily transfer limits between CIB different
accounts by clicking on Help Center from the main menu after logging into your CIB internet
banking account
d. ATM
• Settle your credit card at a CIB ATM using your credit card
• You can also settle your credit card instantly at a CIB ATM without the physical card through the
cash deposit machines with a maximum deposit of EGP 20,000 per day
Credit Card Stoppage

You can perform this request through the following channels:
a. Internet and Mobile Banking
• Go to the “Requests” tab then “Cards Management”
• Choose “Stop Lost/Replace Credit Card”
• Choose “Card Number” and reason for stopping
• Click “Confirm”
• A replacement request is initiated automatically
10
b. Phone Banking (IVR)
• Call 19666
• Log in using your active debit or credit card, Phone Banking login ID and PIN number, or call directly
from your registered mobile number at CIB and enter your Phone Banking PIN number
• Press 1 for accounts and cards menu, Press 2 for cards, then press 3 for cards management and
press 3 for cards deactivation option
c. Call Center
Credit Shield Enrolment / Cancellation

Call Center
Change Supplementary Credit Card Limit

a- Internet and Mobile Banking
• Go to the “others then Cards management” tab
• Choose “Change Limit on supplementary Credit Card”
• Fill in the data and then click “Confirm”
b- Call Center
Issue Supplementary Credit Card

Call Center
Debit Card Activation

a- Phone Banking (IVR)
• Call 19666 from your registered mobile number
• Select card activation option and follow the steps using your card number, expiry date & national ID
Or
• Login using your active debit or credit card, phone banking login ID & PIN number, or call directly
• Press 1 for accounts and cards menu, press 2 for cards, then press 3 for cards management and
press 1 for card activation option
11
b- Call Center
• Call us from your registered number 24/7 at 19666 or +202 – 19666 for international customers an
our team will assist you
c- SMS
• Please follow the steps provided on the bank card
Debit Card Replacement

• Go to the “others” tab, then “Cards Management”
• Choose “Replace a Debit or Credit Card”
• Choose “Card Type”
• Choose “Card Number” and reason for Replacement
• Click “Confirm
b- Call Center
Debit Card Stoppage

Call Center
Direct Debit Management (Modify)

Call Center
• You can change the Direct Debit percentage between 5% and 100% from Internet and Mobile
Banking services
Change Primary Account Number

Call Center
Prepaid Card Replacement

Call Center
12
Prepaid Card Stoppage
Call Center
Customer Request to Resend Returned Card

Call Center
Internal Transfers Between Customer’s Own Accounts

Banking page
• Choose “Transfer to Your Accounts”
• Select the source account, target account, enter the required amount and click “Transfer”
• Review the payment details then click “Confirm”
b- Phone Banking (IVR)
• Call 19666
from your registered mobile number at CIB and enter your phone Banking PIN number
• Press 1 for accounts & cards menu. Press 1 for accounts, then press 2 for internal fund transfer
and donation, then select the fund transfer option
Note: Own credit card settlement is EGP 5,000,000 or equivalent per day per customer
number. (transfer Own internal account transfers, settlement).
Donations: EGP 60,000
Internal Transfers Between Different CIB Customer Accounts

You can perform this request through the following channel:
Internet and Mobile Banking
Banking page and choose “Payment to Others”
• Click “Add new” to add the beneficiary (If not added) and then select the type of beneficiary
“Another CIB Account” and fill in the required details along with a 6-digit OTP then click
“Save and Pay”
• Revise the payment details enter a new 6-digit OTP then click “Confirm”
Note: This service requires an OTP.
For more information about OTPs watch this video: https://youtu.be/VLgS1gritGQ
For more information on how to add a beneficiary, watch this video: https://youtu.be/4207jlQNRwE
• To know your daily credit card settlement limits and daily transfer limits between CIB different
accounts by clicking on Help Center from the main menu after logging into your CIB Internet
Banking account
13
External Transfers
You can perform this request through the following channel:
Banking page and choose “Payment to Others”
• Click “Add new” to add the beneficiary (If not added) and then select the type of beneficiary
“Transfer Outside CIB” and fill in the required details along with a 6-digit OTP then click
“Save and Pay”
• Revise the payment details, enter a new 6-digit OTP then click “Confirm”
For more information on how to add a beneficiary, watch this video: https://youtu.be/4207jlQNRwE
For more information about OTPs, watch this video: https://youtu.be/VLgS1gritGQ
Cheque/Cards Delivery Between Branches

Call Center
Cheque Book Request

• Go to the “others then other requests” tab
• Choose “Request New Checkbook”
• Fill in the required fields and then click “Confirm”
b- Phone Banking (IVR)
• Call 19666
• press 1 for accounts and cards menu, Press 1 for accounts, then press 3 for cheque book request
Note: Customers can request 12-page cheque books and the minimum account balance is
EGP 25,000 starting 22nd of June 2023.
Cash Pick Up
“Bank is notiﬁed of the timing of the client’s visit and the amount that will be withdrawn”

Call Center
14
Change Communication, Mailing Address, Mobile, Email (account holders only)
• Go to the “Requests” tab
• Tap on “Contact Info” then “Update Contact Information”
• Enter your new address, mobile number, and email and enter your 6-digit OTP then click “Confirm”
Reprint statement
a- Internet Banking
• Log into your Internet Banking account
• Go to the “Historical statements” tab
• Select Account Statements or Cards Statements
• Select your desired account or card
• Select the required month
• You can download your statement by clicking the relevant icon (PDF, document, spreadsheet)
b- Call Center
Booking Certificates of Deposit (CDs) and Time Deposits (TDs)

• Log into Internet or Mobile Banking account
• Click on “Products” tab
• Select “Book a Certificate or Time Deposit”
• Choose “product type”
• Based on the previous choice, select from the fields that appear accordingly (interest periodical
time, amount, account...)
• Click “Next”
• Read the terms and conditions and agree on it
• Click “Confirm”
Terms and conditions apply. 15

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Index

1. Banking services that will only be available through digital channels

Banking services available only through digital channels from November

Banking services available through digital channels and ATMs from

How to register to Online Banking (Mobile and Internet Banking):

3. Frequently Asked Questions:

Time for Service to be completed

Credit card Activation N/A Immediate N/A Immediate

Credit card Closure N/A N/A N/A 2 working days

1 working day for Wealth

Credit card settlement Immediate Immediate Immediate N/A

Card is stopped immediately, and

Debit card activation N/A Immediate N/A Immediate

Debit card replacement N/A N/A N/A 2 working days

Debit card stoppage N/A N/A N/A Immediate

Direct debit management

Prepaid card replacement N/A N/A N/A 2 working days

Prepaid card stoppage N/A N/A N/A Immediate

Internal transfers between

Checkbook request 3 working N/A

Reprint request (Reprint statement) Self - service N/A N/A N/A

Cash pick up N/A N/A N/A 1-2 working days

Subscribe to E-statement 3 working days N/A N/A N/A

Manage direct debit

Cash withdrawals below EGP 20K N/A N/A Immediate N/A

Cash deposits below EGP 20K N/A N/A Immediate N/A

Booking Certificates of Deposit

Q4. Can I continue using these services at the branch?

Q5. How do I follow up if I do not receive a response?

Q7. Why did CIB choose to make these services digital?

Q9. How to set up a recurring or forward-dated transaction through Internet Banking?

Q10. How to set up a recurring or a forward-dated transaction through Mobile Banking?

Note: Direct debit percentage is either 5% or 100%.

Q14. How to deposit cash into my account using the ATM?

Credit Card Closure

Credit Card Data Amendment

Credit Card Replacement

Credit Card Stoppage

Credit Shield Enrolment / Cancellation

Change Supplementary Credit Card Limit

Issue Supplementary Credit Card

Debit Card Activation

Debit Card Replacement

Debit Card Stoppage

Direct Debit Management (Modify)

Change Primary Account Number

Prepaid Card Replacement

Customer Request to Resend Returned Card

Internal Transfers Between Customer’s Own Accounts

Internal Transfers Between Different CIB Customer Accounts

Cheque/Cards Delivery Between Branches

Cheque Book Request

You can perform this transaction through the following channel:

Booking Certificates of Deposit (CDs) and Time Deposits (TDs)

Terms and conditions apply. 15

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